A bit disappointing of late. These cookies were delivered burnt. They used to be quite good

Cookies are aight, staff is terrible, paid 27 dollars for 2 cookies w ice cream in the middle and a half dozen of classic. they give you not even a whole scoop of ice cream. it’s embarrassing. never coming again

Warm and delicious. The cookies are too sweet-- but then again theyre cookies! Best part is theyre open til 3am on some days, great midnight snack after 12am deadlines for problem sets!

Cookie Monstah is 1000000000x better no doubt. Cookie Monstah in Burlington has much better staff and cookies taste better

Their cookies are absolutely delicious you cannot go wrong. Usually warm and fresh. Customer service has been good, though the people do keep changing. But the cookies stay the same. The ice cream is alright but it is a cookie place. Definitely recommend it! :)

First time going with my daughter and I must say we really enjoyed it. I will definitely recommend. Oh and the cashier was very awesome and patient with us.

Some of the best cookies Ive ever had. Makes me want to come work here to learn how to make them.

Someone needs to make the black guy at the counter with the beard the CEO of insomnia or make him his own radio network. He is too good to be working the register, but he did make my whole night

Delicious cookies but the wait time on a Friday night was just insane. I ordered online so I figured by the time I got there 7 cookies should be ready to go. But I ended up waiting 45 minutes in line.Problems:- no clear pickup area - people in line said you just have to wait. But then other people would jump the line and just yell at the people making orders for their pickup.- they were really understaffed - seemed like they needed at least one or two more people to keep things running smoothly- the staff were kinda clueless. They kept taking orders but not filling the existing ones. So there were like 7-8 of us just standing around waiting. I finally asked if my order was ready after waiting so long and they quickly got me my cookies. Like what, why did I wait at all lolAlso, other reviews mentioned the staff were telling other workers what to do in front of customers. I def saw that, one dude was trying to make delivery orders but got told to go out back and bake cookies. I think that definitely signals they needed at least one more person since they kept jumping between tasks.There store is also tiny and not really setup for baking cookies. It seemed like what staff they had were walking all over each other. Strange store setup, but I guess thats these old buildings places rent.

Went in for free cookies because of teacher’s/school appreciation week today, great experience! Thank you 🔥 will be back for sure

I cannot tell you the amount of times this place has taken multiple hours for them to deliver cookies a mile down the street. Their call center seems to make it up on the go...one person says its out for delivery, another one says it hasnt left yet. This has to be worst Insomnia store location Ive ever dealt with...

Ordered for pick up, and 2 hours later the order is only 70% done. If you need your cookies on time, dont order from here.

Cookies are ok but a little pricey, not sure where all the hype is coming from.

Soooooo goooooood

My favorite cookies ever - the classic chocolate chip is simply irresistible.

It ALWAYS takes over 2+ hours to deliver your order, no matter how small. It takes over an hour to bake and over an hour to be delivered less than a mile. Guess they mean delivered crazy late in the bad way.

I ordered a simple cookie cake due for delivery by 10:45 PM. The cookie cake arrived cold and with shoddy icing work at 2:30 AM in the morning. I had to call their customer service line a total of 4 times (and their delivery person once) over the course of the night. I was assured each time that my order was out the door. Four hours is too long to wait for a cookie and lying about the status of an order is unacceptable.

Awesome cookies but clueless staff. The people at the counter had 6 cookies to put in a box. Heres what happened.1. We were told cash was not allowed which in Massachusetts is illegal (only state with this law).2. The person filling the box couldnt get their act together and caused a 15 person line over an 11 minute period to fill a box with 6 cookies. The store was empty when we walked in so us plus 15.3. Three people left without ordering (theyd be numbers 16, 17 and 18).4. The attendant was complaining about who put boxes together in full view and audibly to customers.All in all, great cookies and poor front of house staff.I wouldnt stay away as the product is good but they definitely need to train staff.Update January 2020: Again with no cash. The person assisting said it was because of a shift change. Ahem, he was the only person there. After we placed a cookie order, he unloaded an oven, filled online orders, and used a cellphone. I guess our 6 cookies were just not a priority. Photo taken as we waited for him to finish his to do list.

Last night delivery girl! Rang doorbell asked for tip. It was on receipt already. Gave her $20. No change. Liked product. Never ordering again

I made a mistake on the delivery date and only realized that when the cookies were already on the way. Insomnia Cookies took the order back and baked the cookies again fresh next day and delivered. I was not charged for all the extra work and trouble. The cookies arrived still warm and perfectly baked gooey in the middle. I would post a picture of the cookies but they were eaten up and gone so fast.

Employees were very friendly but they were not wearing masks.

9-10 Was very concerned how the manager or supervisor (not sure what he was) was treating the night employees and customers....must not be a nice place to work if you have to deal with him...talking down to staff...arguing with customers....wow...

Went the other day and they didnt have half the cookies that was displayed on the menu. Staff was also rude.

Great place! Excellent cookies to choose from and they smell so good! Thanks for the help! You all ate great people!

Constantly late with orders. Ordered through GrubHub. An hour past delivery time, I contact GrubHub. They tell me this spot is a self delivery restaurant. They choose their drivers. So they’re always insanely late or just don’t deliver orders at all.

The people that work here are extremely sweet. Theyre so professional and kind and definitely underpaid.

Pretty good! Mint chocolate chip was excellent and my woman tried to steal mine. So... I let her... :)

Quick and nice staff. Got my order within 10 minutes and it was delicious and hot. Safe store. Consistent taste. Will revisit.

Warm gooey and big cookies

I had the best experience! The staff was kind and was very helpful. The cookies were amazing and I would definitely get them again. I place my ordered online and was able to go in and out.

DeliciousOpen late nightService was good

Good warm and fresh cookies

A must when you have a craving for cookies and ice cream. They are open super late so take advantage and visit them.

Typical Boston parking but the cookies are great and handed off to you nice warm and gooey

I mean if you’re looking for different cookie options this is the place, quick snack.

The cookies are insane. Best cookies Ive had.

Man the gentleman at the cashier is a legend

Amazing cookies and super friendly staff! Definitely coming back!

Exactly what I was craving. And the staff hooked me up!

The cookies are great, if served without attitude from the staff. A place like this should have friendly people working all the time. I think people come to a cookie shop for the experience. A good staff is important for a business like this. Hated the experience because of the two unpleasant guys that had nothing but attitude to serve.

My order was wrong, cookies were small and dry

Great cookies when warm. But, a lot of places make great cookies. For a company whos entire business model is based on convenient delivery, their delivery service is terrible. Its obviously an issue of under-staffing. We have given them so many chances, but we wont be ordering from them again.

Very friendly and nice staff. We’re great and fast at handing our group. The cookies we got were warm and they were very quick to take and fill all our orders. Also note they do not take $50 bills.

Love this place but I placed an order that took about 90 minutes to get to me. Tried to call customer service after an hour or so, and I ended up on hold for so long the order showed up! By that point, the cookies were not warm but the chocolate milk was. Pretty weird considering I dont tend to have this issue with them, but I cant say Im happy I spent $20 on pretty okay cookies.

Salted caramel cookies are to die for

Delicious cookies and fast service! Highly recommended.

The lady that rang us up was equally funny, smart, and entertaining. We (Boyfriend and I) went in to grab something sweet and quick and ended up having a great conversation. I wish I could remember her name! She had her hair cut super short and had a big personality.

They were very practical when it came to dealing with the long lines for there extremely desirable products!

My birthday surprise for my son was completely ruined. Despite a confirmation of my order, it never arrived. The Harvard location had no explanation, and said they couldnt deliver it the next day either. Totally unacceptable. No one answered at corporate. Ive sent these cookies to a child at a different university, and was delighted with the experience, but never again!

Fast service and delicious cookies. They do offer ice cream sandwiches as well! The cookies are warm, although I felt they were a bit under baked but still delicious!

One of the very few chains I actually like, their delicious cookies are best eaten warm. They also serve gigantic cookie ice cream sandwiches, perfect for a warm day indulgence. My favorites are the classic chocolate chip cookie and snickerdoodle cookie - Delicious!

Fresh and hot cookies ordered and delivered late at night for any hungry college students

Fast pick-up, friendly staff, delicious cookies!

This place appeals to me most when the sun goes down, and I am craving something sweet in the Harvard Square area. They only do ice cream and cookies, but they do them pretty well. The store front is pretty tiny, but you go up to the counter and see a whole bunch of freshly baked cookies staring back at you and your mouth immediately begins to water. The smell, the sight of oozing chocolate, the smell, you get the point...The cookies are not crunchy, and some might even say they arent completely cooked, but this is just how they should be! They offer regular and deluxe cookies, each with varying numbers of added ingredients, all of which are worth trying. The prices are a bit steep for a single cookie, but when you have a sweet tooth, the only prescription is more insomnia cookies.

Excellent cookies. I especially like the cookies with ice cream center. So tasty

I think their cookies are great, if they have what your looking for. (Which isn’t often) Prices are a little high, but worth the occasional splurge. I don’t think I’ve seen the same employee there twice, and most are super rude and unhelpful. STILL, if you find yourself with a sweet tooth, it may be worth dealing with their inconsistent/not-so-friendly staff for 5 minutes, because everything I’ve tried this far has been better than average.

I wish I could give less than one star.1.) there was roaches in the store2.) the employees were rude right off the bat refusing to give refunds after the incident because they threw out the receipt.3.) I waited outside with multiple people for cookies and they ended up forgetting to give it to us.

Oh my heavens were they delicious!!! Went after the arctic monkeys concert and we were so very lucky!! 12am, fresh warm baked cookies, walking side streets of boston holding hands after a great evening out

When you walk in your acknowledged right away. They great you with a smile and warmness and suggest stuff to buy, if your like me and want everything. Customer service is great and cookies are so good

I usually really enjoy coming here for a late night snack but I will no longer be coming here due to the quality of service. I was not given what I had ordered and was waiting while seeing others that came after me get their orders. Once my girlfriend brought it to the attention of the person in charge of orders (who later told me her name was Maggie) she did not believe I had purchased what I said I did, despite watching me order and pay for it. I not only felt uncomfortable with the situation as a person of color but also really disappointed since I really did enjoy coming here.

I love the cookies here but went in today & Extremely rude staff, one of the cashiers working gave a the girl in front of me in line attitude and yelled at her and the girl walked out crying... never seen something so wrong especially in a business

Some of my favorite cookies!! I love getting a dozen of the cookies, in all different variety. Since Im always a fan of choc chip cookies I would have to say that is my favorite. They are baked to perfection - a little chewy, a little soft, and yet so delicious. I cant order too often because I end up eating all the cookies at once. Its dangerous!

Wonderful service and the best cookies I have ever had. I was doing the Hahvahd tour that ended nearby and this place caught our eye. I am very glad to have tried it because now I know where the most delicious cookies are.

Ordered a m&m cookie cake, and although the chef split and burnt the cake, the manager Milly(?) was amazingly helpful and kind. She made us a new one on the spot and it came out absolutely beautiful. This was my first time coming here and because of Milly I will certainly be returning.

The staff was really nice. i bought 6 cookies. and as soon as i got the cookies, i dropped all on the floor. It was horrible i thought maybe i should buy one another. But the staff gave me a same box with same cookies. She said its okay, we baked cookies every hour. theres a lot of other cookies. Never mind. Anyway the staff was really kind n nice. So the cookies tasted really good. I really love it!

Just wanted to give a shout out to the Cahsier Trinae! Very professional and amazing customer service. I was quite impressed. She definitely deserves a raise!The Chocolate chunk cookies were really warm and soo delicious!

Double Chocolate Chunk =Life

The cookies are good (not great), and the ice cream is yummy. The delivery sounds fantastic, and it is in theory. But it can be really unreliable and take forever. The prices are also high.

My husband gets the cookie sandwiches and Im pretty sure he wants to just live there forever.

The cookies here are INCREDIBLE. Unfortunately the staff and speed of service is abysmal. Its a last resort for me when nothing else is open but nothing more.

This place made me fat. Generally good service but the people that work there are constantly changing. Often runs out of cookies at night.

The service in the Harvard Square location is the worst the website said it was open at 11 a.m and when I placed my order over the phone for pick i was never told that for apparent reason the store was not opening until 2:15pm. The representative at the insomnia call center never told me that the store would reopen at 2:15pm. I went to pick up the cookies 20 minutes later as I was told by the representative and Load and behold it was closed. I called the call center and finally was told the update of the store hours and for my inconvenience they would send a message to the manager to change the order from pick up to delvery. Not once did I receive a call from the manager apologizing for the miscommunication. After an hour from when the store opened at 2:15pm I called back and again I spoke with the call center and was given another excuse that the delivery person car was not working and the store had no idea when they would have delivery service. Therefore I had to cancel my order and now have to wait 5 to 7 days for a refund. I know the cookies are awesome but the service is full of excuses one after another. The call center representatives are not as polish as well. FYI there is no way of talking to someone directly with store unless one goes through the call center.

Nowadays there are a few places making custom ice cream cookie sandwiches, but this is the only place where you can count on warm cookies to make a perfect delicious gooey mess. And of course, the hours cant be beat.

You can make better cookies yourself

Good cookies, always deal with good staff, and excellent ice cream! Definitely recommend.

OMGz. I remember thinking there was no a place could survive from selling only cookies. Then I kept finding myself here again and again. And again. Foolish me. The cookies here are delicious and addictive. I would give five stars but then I always feel so guilty leaving the place.

The cookies are good but the staff is beyond rude. Never seen such disgusting service before.

Too many calories for human consumption! But with that set aside, the cookies are very good indeed. I tried the chocolate brownie, smors and rum raisen. All were delicious. Service was very friendly here, and there is also ice cream. They lose one star for the sole reason of price. More than $3 per cookie is not something to come back to regularly.

Delicious homemade cookies that never disappoint, with the option to add ice cream as well (in the form of a sundae or a sandwich). In addition to that, they are open and will deliver until 3a.m. A must visit spot in the city for a cookie-holic such as myself!

Literally the best drunk snack available

Fun late night stop, amazing cookies, yum!

Good cookies but waayyyy too pricey

How could you not like this place??? Cookies are ridiculously good, you cant eat just one, you need to eat at least a dozen...then walk around Harvard Square.... Then have more....

11/10 ac was very strong

Parking is very limited in this area. The cookies are worth the hassle of getting to this place, though!! Might be best to go via public transportation.

Recommended by my uber driver. Good but not great. Cookie was reheated, not baked fresh

Had chocolate ice cream and brownie. Average taste.

Love this place and the fact that its open so late.

Very good, employee was nice and gave off good vibes

Can’t get much better than a warm cookie and ice cream sandwich at 1 am

Long wait time for some decent but pricey cookies.

Worst customer service ever. Their cookies are good but common. They almost never have he cookies you need. You have to wait in line for at least 20 mins. Somebody should figure out their management. Thrice I have waited for 30 mins and didnt get anything because they had nothing left. Please dont go to this place

I️ work here and I️ love it it’s the best job I️ ever had

Very friendly, great service! The cookies are incredible!

Fantastic cookies!! Worth the price 😀

Warm delicious cookies whenever you need them

The best warm cookies youll ever have at 2am in the morning

Awesome place..service was on point...

Cookies are good but when you order online they automatically add a tip to your order. I was planning to tip with cash but now Im regretting tipping at all

Took 1 hour 7 minutes to get 12 cookies that cost $22. Laughable and embarrassing on my part for even putting myself through it.